Dune Tech Co. is seeking an experienced Customer Engagement Business Analyst to support customer engagement, CRM, loyalty, personalization, and digital transformation initiatives within the Retail Banking sector in Riyadh.
The role will focus on bridging business and technology teams by gathering and translating business needs into clear, actionable requirements covering customer journeys, digital channels, integrations, business rules, CRM, campaign management, and customer engagement platforms.
Key Responsibilities:
Gather, analyze, validate, and document detailed business requirements.
Prepare Business Requirements Documents (BRDs), user stories, workflows, and functional specifications.
Translate business needs into detailed requirements covering customer journeys, channels, integrations, and business rules.
Analyze existing business processes and identify opportunities for improvement.
Collaborate closely with Product Owners, business teams, technology teams, and other stakeholders.
Challenge, clarify, and refine requirements to ensure completeness, consistency, and quality.
Facilitate requirements-gathering workshops and stakeholder discussions.
Support solution design by providing clear business and functional requirements.
Work with technology teams to ensure requirements are correctly understood and implemented.
Support system implementation, testing, UAT, and business readiness activities.
Develop and maintain process flows, workflows, and functional documentation.
Support customer engagement and CRM initiatives.
Contribute to customer loyalty and personalization initiatives.
Support campaign management and targeted customer engagement programs.
Analyze customer journeys and identify opportunities to improve customer experience.
Ensure business requirements remain aligned with organizational objectives and digital transformation strategies.
Track requirement changes and maintain appropriate documentation throughout the project lifecycle.
Requirements & Qualifications:
8+ years of Business Analysis experience.
Strong experience within Banking or Financial Services.
Proven expertise in business requirements gathering and BRD preparation.
Experience with Customer Engagement, CRM, Campaign Management, Loyalty, or Personalization initiatives.
Experience with Digital Banking platforms is highly relevant.
Strong understanding of customer journeys, digital channels, integrations, and business rules.
Strong experience creating BRDs, user stories, workflows, and functional specifications.
Excellent stakeholder management and communication skills.
Strong analytical and problem-solving capabilities.
Ability to communicate effectively with both technical and non-technical stakeholders.
Ability to challenge requirements constructively and identify gaps or ambiguities.
Experience supporting implementation, testing, UAT, and business readiness activities.
Knowledge of Agile/Scrum methodologies would be an advantage.
Experience with CRM and customer engagement platforms would be an advantage.